Category Archives: Market Research

Understanding customers and prospects and the factors that enter into their decisions to buy, repeat buy and continue buying to increase advertising and promotion effectiveness.

Branding, Market Research

Identity and Logo Development: Avoid a crapshoot

Whether creating, reinventing or refreshing a team’s, facility’s, event’s or product’s identity, it pays dividends to invest time and effort in a systematic and objective approach.  Shortcuts have paved the way to a mortuary of missed opportunities and costly mistakes.

Here is the process we used building the San Jose Sharks identity and what we learned about how to capitalize on the best practices of consumer-driven industries worldwide.

●          Put someone in charge who has strong project management skills and experience managing the creative process. Then EVP Business Operations, I was assigned responsibility for developing the  team name, logo, uniform design and colors by Art Savage, President & CEO.

●          Build a multifunctional team that understands the customer and is comfortable with experimentation and open to alternatives. We forged a team of freelance talents (rather than delegate the project to one outside agency) to develop the NHL’s first “family” of logos and logotypes, i.e., a primary crest (the shark biting stick treatment), a shoulder patch (the stylized fin), the serrated tooth typeface and an alphabet of its own (Triangle Gothic). Among the four designers engaged to develop the logo family, Terry Smith eventually Continue reading Identity and Logo Development: Avoid a crapshoot →

Market Research, Marketing, Organization Effectiveness

Management Audits Help New, Established Owners

The spate of interim league takeovers and new owners acquiring existing franchises (frequently with facilities assets) in Major League Baseball, the NBA and NHL   is inevitably accompanied by dramatic alterations to operating and debt service economics and fan base uncertainty or malaise. Incoming owners always want to put a personal stamp of added value on their new investments during the first 6-12 months after their assumption of the reins, preferring to take time to assess beyond their due diligence processes what exactly they have bought. . . in other cases, as anyone familiar with Machiavelli will understand, the new owners make their first moves within hours or days.

This has reignited interest (and need) for fresh, objective introspection which is an important segment of our practice.

Rick White (Executive – Major League Baseball Properties, now a sports apparel industry principal),  with support from his boss, Joe Podesta,  anticipated the emergence of league headquarters-provided hands-on, localized marketing guidance to member clubs  when he retained me to carry out market and organization studies of the struggling Seattle Mariners and New York Mets.

Our latter work was completed just as the franchise was sold to Doubleday Publishing and minority investor, Fred Wilpon, so we presented the implications of our findings separately to Nelson Doubleday in his Doubleday Publishing offices and to the latter in his Long Island-situated Sterling Equities offices, his colleagues in attendance. Eventually, Doubleday and Wilpon purchased the club from the publishing house and, later, Wilpon bought out Doubleday.

Since then, when Paul Allen, owner of the Portland Trailblazers, asked the NBA to investigate how he could streamline his business organization and decision making processes, the league created a task force (which retained me to assist), headed by Bernie Mullin,  to help bring the organization into alignment with its newly expressed straight forward mission of effectively running an NBA franchise and its venue as opposed to a once-broader vision of becoming a multifaceted media company.

 

 

 

 

 

 

 

 

 

 

Innovations, Market Penetration, Market Research, New Revenue

How to Boost Regional Hockey TV Ratings

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If any major sport has an attractive regional TV ratings upside independent of overall team performance, hockey does. . . And if any sport suffers from the gap between its live event electricity and its TV viewing experience, hockey does.

So “what’s new?” you ask.

There is a proven low tech way to move the needle that requires visionary management, hockey/marketing operations collaboration and a modest investment with significant ROI.

We accomplished that, having developed, tested and confirmed the impact of the Viewership Stimulation Lab(VSL) with an NHL club client. The result was a 178% increase in viewership frequency, a 2.3 regional share point gain with the test audience of 200+ households.

Should make an owner or CEO wonder, “How much is a local share point worth to us on the ad/sponsorship revenue/media rights line?” . . . $500,000, $1,000,000, more?  “If it was my construction or technology company, there is certainly a sizable investment I would be willing to make to add $500k-$1MM+ annually to the bottom line.”

Efforts to boost viewership have usually been initiated by the national networks and local carriers, e.g., the “Peter Puck” animation used by NBC and CBC in the 70s, the Fox Trax glowing puck deployed in the 90s,  more/ overhead cameras by many, more behind-the-scenes content by others.

With VSL, Clubs can individually and collectively drive the value of their rights and generate incremental revenues for all parties.

A few of the conclusions from our study included:

  • Increasing the viewing frequency of light viewers, whether or not they are game attenders, is more cost effective than attracting non-viewers;
  • Viewing frequency can be increased across the spectrum of hockey understanding, i.e. neophytes or hard core afficionados;
  • A better understanding of women’s hockey learning needs and content flash points, as well as their role in TV/Cable program viewing choices pays handsome dividends and
  • Both multi-faceted education with reinforcement and a display of “celebrity” influence viewing behavior.

This is a kernel of what VSL promises the NHL, its clubs and its carriers.

 

Market Research, Marketing, Organization Effectiveness

Reasoned Relocation

George/Gordon Gund (Owners: Cleveland Cavaliers,  Cleveland Barons/Minnesota North Stars and  San Jose Sharks)  . . . introduced to me by my former employer, McKinsey & Co., asked for assistance to determine the success prospects and risks at the Richfield Coliseum near Cleveland for their newly acquired, struggling Barons NHL club (formerly the California Seals); they took my assessment and conclusions to the NHL Board of Governors to help make the case for the unprecedented action, relocating the Barons franchise and merging it with the Minnesota North Stars.

See SI feature for in-depth insight into the principals.

To gain these insights, we can carried out in-depth qualitative and quantitative marketing research with the region’s pro hockey followers, event attenders and those who had defected, followers who had stopped attending. In this case, we found that the Barons attending fan base was heavily segmented by seat location preferences, patrons with the deepest hockey knowledge preferring to sit in the corners and behind the goals in mid-range to high locations, while basketball crossovers, newly introduced or lightly wed to hockey, were drawn to the red line at center ice.

Branding, Market Penetration, Market Research, Product Development

Birthing the San Jose Sharks

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Art Savage  retained me five months before the National Hockey League granted Bay Area expansion rights to George and Gordon Gund(shown here). The first CEO of the new club, initially dubbed “Bay Area Hockey ’91”, Savage asked me to craft the new franchise’s overall business plan, organization/ staffing plan, marketing/sales plan (including naming the team and designing its logo family) and week-by-week launch countdown for what became the San Jose Sharks.

Upon completion, he hired me as employee #2 to become the EVP Business Operations, overseeing all revenue streams (tickets, premium seating/suites, sponsorships and merchandise), TV and radio production, community development, advertising/ promotion and media development.

The role also included defining the culture and values of the young entity, ensuring they were synchronized with those of ownership and the marketplace.

We gained an in-depth understanding of the market and its segmentation over a 15-week period with a comprehensive mix of marketing research activity that included 32 focus groups that I moderated, “crowd group” concept testing, executive interviews with corporate and affinity group targets by phone and a global team naming sweepstakes, carrying out $350,000 worth of work for $45,000 out-of-pocket.

Having to launch the franchise twice, once in 1991 at the Cow Palace in Daly City, 40 miles north of San Jose, and two years later in San Jose when the city’s new downtown arena was completed, understanding attitudes influenced by geography and distance as well as familiarity with and interest in hockey was paramount.

Branding, Market Research, New Revenue

Defending Brand Equity through Litigation

When the National Football League retained me in the late 1990s as an expert defense witness in its extended litigation regarding intellectual property, licensing and marketing best practices issues with the Oakland Raiders, Holly House (Anti-trust and general litigator with Bingham McCutchen LLC) was my point person in the process which lasted into the early 2000s and resulted in  a positive outcome for the NFL. It was good to have her on our side of the table.

My work in the case was to build analytical support of NFL defense arguments as well as to draw on my consumer packaged goods, retailing and licensed goods experience when dissecting the assumptions and forecasts being mounted by the high-powered and court savvy expert witnesses retained by the opposition.  Because the proceedings lasted as long as they did I was deposed on two occasions, approximately four years apart.

Litigation support and preparing for expert witness testimony are demanding disciplines, not always leading to winning outcomes. Fortunately, working with highly competent litigators in behalf of leagues and sporting goods companies, I have a highly respectable batting average.

This was not only a case of protecting NFL assets, their intellectual property and trademarks, but about protecting the revenue streams that flowed from them.

Market Penetration, Market Research, Marketing, Pricing

The Arts can Inform Sports Marketing

Boards of cultural institutions from coast-to-coast have asked for insights to help drive attendance, subscriptions/plans and contributions, leading to having assisted museums, theatre/repertory groups, opera companies and symphonies.

Usually, the learning highway runs from sports & live entertainment to the arts groups. But the art of arts marketing is becoming increasingly sophisticated.

We helped one long-standing musical theatre organization better understand its own market segmentation so that it could increase the appeal of its show offerings and the effectiveness of its marketing programming/message persuasiveness and get more pop for its always constrained resources.

Drawing on a battery of focus groups and audience surveys we conducted, the following segmentation was developed and embraced.

Heydays . . . These were patrons introduced to musical theatre during the 40s through 60s. They enjoy seeing the great shows of that Golden Age. These might include Sound of Music, Fiddler on the Roof and My Fair Lady.

Experientials . . . These patrons were drawn to the downtown, enjoying the 360º experience – “dinner and a show” at an affordable price.  They look for quality, appreciate convenience and reasonable pricing. Their interest is not tied to a particular show but respond to valued added experiences.

Escapists . . . These patrons seek relief from day-to-day demands.  They like memorable music, high energy dance, shows that fill the theatre and predictable plots. Shows they enjoy include 42nd Street, A Chorus Line, Evita, Les Misrables and West Side Story.

There are two sub-segments that flow from the first three . . .

Melodics . . . This group is comprised of a broad range of individuals whose love for musical theatre stems from a positive, early life experience with music. Many were introduced to musical theatre by their parents.

Loyalists . . . This group is very supportive of the theatre company and its long term audience growth challenges, even though they may not like the “risky” shows periodically produced to attract a new audience. It always finds something to like about each show.

Capitalizing on insights like these increases productivity and results. Count on it.

 

 

Innovations, Market Penetration, Market Research, New Revenue, Pricing, Product Development

Premium Seat Pricing Born

 

 

Sandy Alderson (President, above)/ Andy Dolich (Executive, left) – Oakland A’s . . . The former (now General Manager of the New York Mets) and latter (most recently COO of the San Francisco 49ers) demonstrated bold business vision in the mid 1980s when they commissioned me and colleague Bob Hallam to evaluate the relationship among ticket demand, pricing and perceived value, an engagement that led to the dramatic upward rescaling of “box” and “reserved” seats, ushering in the concept of premium seating throughout Major League Baseball.

The notion of pricing tickets relative to demand, a long-standing practice of the airline industry, had spread across Major League Baseball within three years of the A’s taking action. The neighboring  San Francisco Giants were the first to follow suit. The precursor of flex or dynamic pricing , tailored to day-by-day demand, weather, day-of-week, opponent and other variables, was a courageous move.

An important part of its effective execution was the messaging to fans most directly affected by the changes and communication of the reasoning behind the changes.  Not all fans were pleased, but the appropriateness of the philosophy was born out by the sustained results and overall economic benefits. Ironically, the Giants have been at the head of the flex-pricing class.

Lessons learned here have implications far beyond the live sports and entertainment business into the realms of tiered TV/cable and web-based subscriber services.

Market Research, Marketing, New Revenue

New Facility Economic Impact

Jerry Colangelo (Owner – Phoenix Suns) . . . Confronted with skeptical political naysayers and self-anointed sports economics experts about the value of a new downtown arena in Phoenix, Colangelo retained us to conduct an economic impact study to provide him with an independent and rational tool that helped him argue his case before the Phoenix City Council. His vision and tough-mindedness have served the city well.

Innovations, Market Research, Marketing, Product Development

Creating Arena Football

Jim Foster (Inventor of Arena Football/Founder of Arena Football League) . . . The ex-National Football League executive retained us (including colleague Herb Briggin) to bring a fan perspective to refining the original rules of the new sport and to determine how its audience differed from that of the NFL and other major indoor sports so that marketing communications could be tailored to its unique characteristics and appeals.

The work not only helped Foster refine the rules but understand how the new sport’s target audience would differ from that of the National Football League, including the implications this would have for ticket pricing and packaging, event staging, media selection and messaging.